Senior Customer Success Executive - Night Operations

🚀 We are on a mission to help anyone living abroad provide the same quality of care for their loved ones back home as if they were right there beside them.

Nila is dedicated to transforming eldercare for families worldwide, with a primary focus on offering comprehensive, compassionate, and reliable services for the diaspora living in the US/UK. Our innovative approach is centred around personalised care that provides peace of mind for families, knowing that their loved ones are safe, healthy, and thriving.

Nila is a London, UK based company with the team distributed between London, North America and India.

Join us on our journey to redefine eldercare and make a positive impact on the lives of families around the globe.

📍 India / Hyderabad Preferred | 💰 Competitive

In this role, you will be the primary point of contact for Nila’s customers during US and international business hours. You will own customer communication, onboarding support, escalation handling, and emergency coordination during the night (daytime for our sponsors).

You will work closely with:

• Customers (primarily NRIs living abroad)
• The India-based operations and care teams
• Internal leadership as needed

Your goal is to ensure:

• Customers feel heard, reassured, and supported
• Issues are handled calmly and efficiently
• Emergencies are escalated and coordinated without panic
• Nila’s standards of care and trust are upheld at all times

1. Primary Customer Relationship Ownership (Night Shift)

• Act as the first and most trusted point of contact for customers during night hours (IST)
• Respond promptly and thoughtfully to Queries, concerns, service or tech related issues and address emotional or anxious communication
• Maintain a calm, empathetic, and professional tone in high-stress situations

2. Onboarding & Ongoing Customer Support

• Support onboarding of new customers in collaboration with the operations and care coordination teams
• Ensure customers clearly understand Nila’s services and scope, communication and escalation process
• Answer FAQs and proactively clarify expectations to prevent future issues
• Actively look for early signs of dissatisfaction or confusion

3. Escalation & Incident Management

• Triage incoming issues and decide:
• What can be resolved immediately
• What requires ops or leadership involvement
• What can safely wait until day shift
• Manage escalations with sound judgment, not panic
• Clearly document incidents and ensure proper handover to day teams
• Follow up with customers after incidents to close the loop

4. Emergency Response Coordination (Critical Responsibility)

(This is coordination, not medical decision-making.)

• Act as the central coordinator during emergencies, which may include:
• Medical emergencies involving elderly members
• Falls, sudden illness, or unresponsive situations
• Sponsor’s requests to check in when something seem off
• Coordinate ambulance services when required, based on predefined protocols
• Immediately alert the right teams
• Keep the customer (family member abroad) informed

5. Customer Experience, Feedback & Retention

• Actively work to:
• Drive positive customer experiences
• Improve NPS
• Reduce churn during high-risk moments
• Identify customers at risk of churn and proactively flag them
• Collect structured feedback and insights from customer interactions
• Share recurring issues, patterns, and improvement suggestions with internal teams

6. Internal Collaboration & Feedback Loop

• Work closely with the India operations team to:
• Share real-time feedback from customers
• Improve processes and communication
• Ensure clean handovers between night and day shifts, and appropriately close the loop with customers based on day-time activity and intervention
• Help leadership understand customer sentiment during non-India hours

Experience

• 3 to 8 years of experience in high-touch customer service / success / experience
• Experience in healthcare, elder care, hospitality, or other high-empathy and high-stakes industries
• Prior experience working night shifts or working from India with international customers

Skills & Capabilities

• Excellent written and verbal communication - this doesn’t just mean command over the language but also the ability to recognize signs from communication of the customer and modify responses accordingly. There will be no scripts
• High emotional intelligence and empathy
• Strong judgment under pressure
• Comfortable coordinating across teams and geographies
• Highly organized with strong follow-through

🎁 What We Offer

• A meaningful and high-impact role in a mission-led startup
• A real opportunity to shape the customer experience charter at Nila
• A small team that moves fast, supports each other, and celebrates wins
• Collaborative, supportive team culture
• Chance to make a tangible social impact on diaspora families worldwide.

🧪 The Interview Process

Our hiring process is designed to be simple and respectful of your time:

1. Head of Ops - exploratory and fitment conversation
2. Scenario-based round
3. CEO round